142 results found

… This document provides an overview of changes and additional features included in the Puzzel Contact Centre … in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … have access to delete system queues. Usually, you do not want to delete a system queue, but if you or a colleague …

… Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the … phone queues. Agent application Show Queue Status when Forwarding calls Requires configuration in the admin portal. … notes. When an agent is connected to a call they may want to transfer or consult the call to another queue. This …

… This guide walks you through setting up and integrating a SupSearch … Data To control which data gets used: Click the arrow next to your data source. Use the filtering panel to: Include or exclude specific tags Add manual text filters   Training Your …

… exist is found in “Predefined Entity Variable” If you want to create a new entity, you select “Manual Input Entity … The selected Entity text is the value of the entity. If you want to separate for example products, the value and the … same. [volvo](volvo) [tv](tv) [computer](computer) If you want to define a list of for example city name. You can add …

… Chat (and config. of max concurrent written requests) If your Puzzel solution … a phone call if he already has a written request. If Y is 2, the agent can receive a call if the agent has maximum 2 … (1), Busy(1), Busy (2) or Connected (1). If several chats wait in queue and an agent who can handle e.g. 3 chats …

… in the release implemented in the evening of November 1st, 2022 . The changes made in this release concern the Puzzel … them further in the organisation to other Agents, external contacts or queues. The tab combines views that will … level, user group level or even for individual Agents. Warning if agent clicks pause/logoff while having ongoing …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas … down the API key as you will need it in a future step). 2. Sign-up for an account with Zapier (zapier.com) You can … you should see your payload appear in Zapier.  7. In Step 2 of the Zap , you should select the options shown in the …

… even hundreds of thousands of recipients.    There are two ways of defining messages in Puzzel SMS Campaign. They are … e.g. King Kong (max. 11 characters) Short code, e.g. 1960 A default type will appear. This is set for each service … value (e.g. Name, bonus) as follows:   +447594106952;James Bradley;64  No spaces between recipient number, …

… Some features in Puzzel’s contact centre agent application requires users (agents) to authenticate themselves in Microsoft Entra ID (Azure AD). The authentication is … amongst others used to enable contact search in Microsoft Teams but can also be used for authentication towards …

… time (dte_start). At call set up (when written request was sent to agent) Duration (duration_tot_sec). From start … (as we do with shortened/extended wrap-up).     If you want to list all the conversation events and the … the caller is disconnected.   T he actual time the caller was disconnected is reflected in the finish time in the …

… a popup, where one can select all Dashboards that they want to see, as well as the precise order in which they want to see them in the tab with Dashboards:   More … data. In statistics report Overview of queues for all media types , when choosing Customize and Row filter, you can now …

… in the planned release window of  January 9th/10th , 2024. The changes made in this release concern  Puzzel … notes ) has been given a new optional parameter. If you want that an agent whose agent application is not sending … a recent update to Puzzel Case Management. Microsoft O365 Tenant Connectivity : Removed a block that previously …

… included in the planned release window of  October 15th/16th, 2024. The changes made in this release concern Puzzel … that several users see, and this user (the owner) no longer wants to maintain this Dashboard or if this person has left …